Quality Assurance Team Lead - Mandarin/Cantonese - Johor

Overview

The QA Team Lead (Mandarin/Cantonese & English) is responsible for leading a team of Quality Analysts to ensure high standards of language accuracy, service quality, and compliance in customer interactions. This role requires bilingual/multilingual proficiency to effectively assess and coach teams handling Mandarin, Cantonese, and English communications. Based in Johor, the position plays a critical role in driving quality improvement, enhancing customer experience, and supporting business objectives.

Qualifications

• Education: Diploma/Degree in Business, Communications, Linguistics, or related field.

• Experience:

  • Minimum 3–5 years of experience in Quality Assurance within BPO/contact center environment.

  • At least 1–2 years in a team lead or supervisory role.

• Language Proficiency:

  • Fluent in Mandarin, Cantonese, and English (both spoken and written).

  • Ability to evaluate linguistic nuances across all three languages.

• Skills:

  • Strong leadership, coaching, and people management skills.

  • Excellent analytical and problem-solving abilities.

  • Proficiency in QA tools, reporting, and MS Office/Google Workspace.

  • Strong communication and presentation skills.

Responsibilities

• Team Leadership & Management

  • Supervise, coach, and mentor a team of QA Analysts.

  • Allocate tasks, monitor performance, and provide regular feedback.

  • Conduct training sessions to uplift language and QA standards.

• Quality Assurance

  • Develop and implement QA frameworks, scorecards, and evaluation criteria.

  • Monitor and evaluate interactions (calls, chats, emails) in Mandarin, Cantonese, and English.

  • Identify quality gaps, trends, and recommend corrective actions.

• Reporting & Continuous Improvement

  • Prepare and present quality reports to management and stakeholders.

  • Work closely with operations and training teams to align on performance standards.

  • Drive process improvement initiatives to enhance service delivery.

• Compliance & Standards

  • Ensure QA practices comply with company policies and client requirements.

  • Maintain consistency in evaluation standards across languages.